When they don’t give you the service u requested

They send a delivery of package to deliver to me problem was new passport n send a copy last week thursday n till today still no reply n haven’t even gotten the order too been calling been promised a lot of things nothing is done. Right now on the call hearing they don’t even know how long it’s gonna take to do a simple change of information so that the delivery company can deliver. Even refund I am told will take a lot of time but taking people money doesn’t take even a minutes